Who can I call for questions? Peter Turnquist, 714-438-5023

1. IBM ServicePac Sales Summary & Tips Objection Responses Questions Resources Qualifying Questions ServicePac – Warranty Information Peter Turnquist 714-438-5023 turnquis@us.ibm.com ServicePac datasheets & collateral Warranty Upgrades www-1.ibm.com/services/us/ index.wss/so/its/a1001480 Post Warranty Maintenance www-1.ibm.com/services/us/ Index.wss/so/its/a1001505 Check on ServicePac activation www.pc.ibm.com/support *Click on Warranty (under “Replace and Upgrade” * Enter the Model Type (4 digits) and serial #, Click on “Continue” • For Warranty Upgrades & Maintenance • Do you understand what coverage the base warranty provides? • How mission critical are your systems? • What are your costs for downtime? • Do you need weekend and/or all day coverage? • How long are you planning on keeping your systems? • Do you need on-site coverage for your laptops? • Warranty Upgrades can provide… • Faster response.. Same day and 2 hour (for servers) • On-site service for laptops and monitors • 24x7 and 9x5 extended hours coverage • Full parts & labor coverage for the term of the warranty • Coverage beyond the warranty … years 4 & 5 Maintenance Coverage can provide…. • Coverage after the warranty has expired • The same service upgrades as during the warranty For Installations • Where are the systems going to be installed? • Do you have time to do the installs yourself? • Do you want your systems up fast and reliably? • IBM can install anywhere your systems go, fast and reliably. • I think I will wait. • Warranty upgrades cost the same no matter when you purchase them. You get the greatest value if you purchase the upgrade up front. • It may take several days to purchase and register the warranty upgrades . You may lose uptime if you wait for your systems to fail. • We have our own support. • Does your I.T. group have the time? • IBM has the experience with their own hardware and can get the needed parts rapidly. • If it breaks, we’ll just replace it. • There can be considerable downtime transferring data and software. It may be faster and easier to repair. • I can just call IBM when it breaks. • ServicePac customers have priority. Others have a best effort response. • Can I call you when it breaks? • Yes, but you’ll get the greatest value if you buy now. • I can just buy a post warranty Pac • when my standard warranty expires • You can and we offer those on selected products. In the long run they cost more than an upfront ServicePac wty upgrade. • I can call our local service provider • Do they have the expertise? • Can they get parts rapidly? • Can they provide same day onsite? • Are they global? • Are they reliable? Who can I call for questions? Peter Turnquist, 714-438-5023 Can I sell a ServicePac after the product sale? Yes, any time during the warranty for upgrades. However, the greatest value is when you buy at time of system purchase. Are there post warranty ServicePac’s? Yes. They’re called maintenance pac’s. Where can I get coverageAnywhere in the U.S. , except for server 2 hr response. For 2 hr, it’s within 50 miles of listed offices. What other PC services are available besides hardware maintenance? Installations Thinkpad Protection Services Your Benefits Selling Tips • Total Customer Satisfaction • Uptime Insurance • Margin • Solution • Coverage • Use the IBM Supported Product List to help you choose the right ServicePac’s for each configuration. • Offer ServicePac services on all proposals • Greatest value when bought up front • Increased uptime more than pays for them • Cheaper now than later • Customer Satisfaction • IBM provides the best and most comprehensive support for IBM products. • Make sure that the ServicePac’s get registered !!! End User Benefits • Maximize uptime & productivity • Easy # for service: 1-800-IBM-SERV • No surprise expenses • Saves money over life of product • Best service available • Backed by the manufacturer IBM Global Services February 2005 ServicePac Activation : www-918.ibm.com/SPHome_R.htm Warranty & Maintenance Options : www-1.ibm.com/services/its/us/spwarmain.html Installations : www-1.ibm.com/services/its/us/ss-spinstl.html s